At a Glance
- Tasks: Manage and resolve client complaints with empathy and thorough investigations.
- Company: InvestEngine is a fast-growing investment platform redefining the game for modern investors.
- Benefits: Enjoy flexible remote work, health plans, pension contributions, and opportunities for professional development.
- Other info: Work from anywhere for up to 3 months a year and contribute to continuous improvement initiatives.
- Why this job: Join a passionate team in a dynamic environment focused on improving the world of investing.
- Qualifications: Bachelor's degree and 2 years' experience in complaints handling within financial services required.
The predicted salary is between 36000 - 60000 £ per year.
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About Us:
InvestEngine is everything the modern investor should need. Unbeatable value, market leading automation and built for easy, long-term investing centred around ETFs. We’re already one of the fastest growing investment platforms in the UK and have passed £1bn invested.
We’re not just another investment platform — we’re redefining the game with our powerful investing tools designed for everyone, whether you’re just starting or scaling up. Recognised in top industry awards and growing fast (MoneyWeek Readers\' Choice Awards Winners - 2024, Nuts About Money, Finder, Forbes).
We’re looking for excellent individuals with a passion for ETFs, fintech and personal finance, who can help us take InvestEngine to the next level.
About the Role
As a Complaints Specialist, you will be an integral part of our customer service team, responsible for managing and resolving client complaints in a timely and effective manner. Your role will ensure that all complaints are handled in compliance with regulatory standards and that clients receive fair and satisfactory outcomes.
Key Responsibilities:
- Take ownership of client complaints from receipt to resolution, ensuring a thorough and empathetic approach.
- Conduct detailed investigations to understand the root cause of complaints, gathering all necessary information and documentation.
- Collaborate with internal departments to resolve issues and implement corrective actions.
- Ensure all complaint handling complies with the Financial Conduct Authority (FCA) regulations and internal policies.
- Maintain accurate records of all complaints and their resolutions in the company\'s CRM system.
- Identify trends and recurring issues to contribute to continuous improvement initiatives.
- Provide regular reports on complaint metrics to management.
Who you are:
- Bachelor\'s degree in Finance, Business Administration, or a related field.
- Minimum of 2 years experience in a complaints handling role within the financial services industry.
- Experience working with UK-based clients in the investment sector.
- Strong knowledge of FCA regulations and complaint handling procedures.
- Excellent communication and interpersonal skills, with the ability to handle sensitive situations professionally.
- Ability to work independently in a remote setting, demonstrating self-motivation and discipline.
Preferred Qualifications:
- Experience working with UK-based clients in the investment sector.
What You Can Expect from Us:
- InvestEngine is a small, agile business with fantastic room for growth, both internally and externally. Your opportunity for personal and professional growth and achievement is high, and strong performance is rewarded!
- Our horizontal working structure gives room to develop and make your role your own alongside a passionate team looking to improve the world of investing.
- We provide a flexible environment with \"work from anywhere” scheme up to 3 months a year
- Opportunities to attend professional conferences to boost your professional development
- Health plans
- Pension contributions
Seniority level
Seniority level
Not Applicable
Employment type
Employment type
Other
Job function
Job function
OtherIndustries
Investment Management
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We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-LjbffrComplaints Specialist in London employer: InvestEngine
InvestEngine is an exceptional employer, offering a dynamic and flexible work environment that fosters personal and professional growth. As a Complaints Specialist, you will be part of a passionate team dedicated to redefining the investment landscape, with opportunities for development through professional conferences and a supportive culture that rewards strong performance. With a commitment to employee well-being, including health plans and pension contributions, InvestEngine stands out as a forward-thinking company in the heart of London.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Specialist in London
✨Tip Number 1
Familiarise yourself with the Financial Conduct Authority (FCA) regulations, as this knowledge will be crucial in your role as a Complaints Specialist. Understanding these regulations will not only help you in handling complaints effectively but also demonstrate your commitment to compliance during interviews.
✨Tip Number 2
Showcase your experience in managing client complaints by preparing specific examples of past situations where you successfully resolved issues. This will highlight your problem-solving skills and ability to handle sensitive situations, which are key for this role.
✨Tip Number 3
Network with professionals in the fintech and investment sectors, especially those who have experience in complaints handling. Engaging with industry peers can provide valuable insights and potentially lead to referrals that could enhance your application.
✨Tip Number 4
Research InvestEngine thoroughly to understand their values, mission, and the specific challenges they face in customer service. Tailoring your approach to align with their goals will show your genuine interest in the company and the role.
We think you need these skills to ace Complaints Specialist in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in complaints handling, particularly within the financial services sector. Emphasise your knowledge of FCA regulations and any specific achievements that demonstrate your ability to resolve client issues effectively.
Craft a Compelling Cover Letter:In your cover letter, express your passion for fintech and personal finance. Mention why you are interested in InvestEngine specifically and how your skills align with their mission to redefine investing. Use examples from your past experiences to illustrate your problem-solving abilities.
Showcase Communication Skills:Since excellent communication is key for this role, ensure your application reflects your interpersonal skills. Use clear and concise language, and consider including examples of how you've successfully handled sensitive situations in previous roles.
Highlight Continuous Improvement Initiatives:Mention any experience you have in identifying trends or recurring issues in complaints handling. Discuss how you contributed to continuous improvement initiatives in your previous roles, as this aligns with the responsibilities of the Complaints Specialist position.
How to prepare for a job interview at InvestEngine
✨Understand the Company and Its Values
Before your interview, take some time to research InvestEngine. Familiarise yourself with their mission, values, and the services they offer. This will not only help you answer questions more effectively but also demonstrate your genuine interest in the company.
✨Showcase Your Complaints Handling Experience
Be prepared to discuss your previous experience in complaints handling, especially within the financial services sector. Use specific examples to illustrate how you've successfully resolved client issues and adhered to regulatory standards, particularly those set by the FCA.
✨Demonstrate Empathy and Communication Skills
As a Complaints Specialist, empathy and communication are key. During the interview, highlight situations where you've had to handle sensitive complaints. Show that you can communicate effectively and professionally, even in challenging circumstances.
✨Prepare Questions for the Interviewers
At the end of the interview, you'll likely have the chance to ask questions. Prepare thoughtful questions about the team dynamics, growth opportunities, and how InvestEngine measures success in complaint resolution. This shows your enthusiasm and helps you assess if the company is the right fit for you.
